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Why Is My Order Form Not Submitting?

Joseph Macolino
  • Updated
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Troubleshoot an Order Form page that is not properly submitting. Please work through the possible solutions in order of most likely to least likely to explore what may be preventing the submission.

Your Order Form page is not submitting or gets stuck "submitting" when attempting to place an order. This article will help you troubleshoot why this might occur. It is recommended you review this entire article for potential fixes.

What you will need

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Note: since this article discusses testing an order form, you will want to ensure your page is pulling from an uncached version each time. Please always test your Order Form in an incognito or private window to ensure you have a fresh cache. Prior to testing, we also recommend you clear your browser cache.

Possible Solution #1: You're Missing Key Elements

  • On an Order Form page, in particular, there are several key elements you must have present:
    • Select Product 2.0
    • Email
    • Credit Card Form
    • Button (set to "Submit Order")
  • You can have additional elements as well, but these four are necessary to ensure your Order Form works properly.
  • If one or more is missing, make sure to add it to the page.
  • If none are missing, make sure to confirm the Product Selection element is a "Select Product 2.0" elements. Sometimes, an older template may have an outdated product selector.
  • Next, remove your Credit Card Form (pointed to in the image below) and re-add that form.

elements_in_order.png

  • Finally, confirm your button is really set to "Submit Order."
  • Once all this is corrected, save your changes and test in an incognito window.

Possible Solution #2: Is There Custom Code On Your Page?

  • Since an Order Form uses a higher level of security, using custom, 3rd party code can often interfere with the submission process.
  • Knowing this, make sure to go through both your custom Javascript/HTML fields and your "Tracking Codes" field to remove anything.
  • Afterward, you can test to see if the page works properly.

custom_code.png

  • Next, check your "Settings" and make sure to clear out any "Tracking Codes" in there.
  • Once these codes are removed, make sure to test your order form again.

tracking_code.png

Possible Solution #3: You Have An Incomplete Integration Setup

  • Another reason your funnel might fail to submit is due to an incomplete integration setup on your funnel step.
  • Navigate to your "Integrations" settings and click to view your on-page integration.
  • If there is an integration not marked "Connected," you'll need to remove and re-add your integration.

integration_connected.png

  • Please note, it is recommended you not connect an email integration in your Order Form page like this. Instead, you should look at setting an email integration in your product.
  • If there is no integration, proceed to Possible Solution #4.

Possible Solution #4: Check Your Custom Form Fields

  • If you have custom form fields on your page, it's possible one or more of those fields could be interfering with the submission.
  • Specifically, you must ensure your Custom Type Name is filled in.
  • Also, your Custom Type Name must include ONLY letters and numbers with no special characters.

custom_type_name.png

  • If this field is blank or includes characters other than letters or numbers, make sure to fix this and save your page.
  • Afterward, you can retest your page to ensure it submits.
  • If it still gets stuck, please proceed to Possible Solution #5.

Possible Solution #5: Mobile And Desktop Only Fields

  • Though you can use different elements for Mobile and Desktop only in our editor, sometimes these elements can interfere on an Order Form.
  • Specifically, you should only have one of each of the required page elements:
    • Select Product 2.0
    • Email
    • Credit Card Form
    • Button (set to "Submit Order")
  • If you have a mobile and desktop version of these elements, make sure to merge them into one.
  • Additionally, other "required" fields that you have marked as one page vs. the other can cause errors, so look to combine them as well.

What you can do now

 

If you have any questions about this, please contact our support team by clicking the support icon in the bottom right-hand corner of this page.

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